U.S. patent application number 10/918715 was filed with the patent office on 2005-03-03 for method and apparatus for integrated telephone and internet services.
Invention is credited to Crandell, Todd J., Heathcock, O. Wayne, Shell, Michael D..
Application Number | 20050047571 10/918715 |
Document ID | / |
Family ID | 34221584 |
Filed Date | 2005-03-03 |
United States Patent
Application |
20050047571 |
Kind Code |
A1 |
Crandell, Todd J. ; et
al. |
March 3, 2005 |
Method and apparatus for integrated telephone and internet
services
Abstract
A system and method for providing integrated telephony and
Internet services is described. An embodiment of the present
invention comprises passively collecting incoming and/or outgoing
call information from communications links communicatively coupled
to a first party. The call information is extracted and customer
information, such as demographic information, is retrieved. The
customer information may be, for example, retrieved from a data
provider or may have been previously collected or gathered.
Thereafter, reports, charts, graphs, maps, and the like may be made
available. In an embodiment, the reports, charts, graphs, maps, and
the like are made available via a network such as the Internet.
Inventors: |
Crandell, Todd J.; (Frisco,
TX) ; Shell, Michael D.; (Frisco, TX) ;
Heathcock, O. Wayne; (Frisco, TX) |
Correspondence
Address: |
SLATER & MATSIL, L.L.P.
17950 PRESTON RD, SUITE 1000
DALLAS
TX
75252-5793
US
|
Family ID: |
34221584 |
Appl. No.: |
10/918715 |
Filed: |
August 13, 2004 |
Related U.S. Patent Documents
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Application
Number |
Filing Date |
Patent Number |
|
|
60498182 |
Aug 25, 2003 |
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Current U.S.
Class: |
379/201.03 |
Current CPC
Class: |
G06Q 30/0201 20130101;
H04M 3/4872 20130101; G06Q 30/0205 20130101; G06Q 20/367
20130101 |
Class at
Publication: |
379/201.03 |
International
Class: |
H04M 003/42 |
Claims
What is claimed is:
1. An apparatus comprising: a telephone network connector
configured for connecting to a first communications link; an
Internet connector configured for providing Internet access; a
storage device; and a processor configured to detect incoming calls
via the telephone network connector, extract call information, and
transmit call information to a centralized server via the Internet
connector.
2. The apparatus of claim 1, wherein the first communications link
is communicatively coupled to a second communications link
communicatively coupled between a first telephone and a telephone
network.
3. The apparatus of claim 1, wherein the call information includes
one or more of a caller identifier, a call duration, a call time, a
call result, a call date, a business or residential line indicator,
a mobile phone or pay phone indicator, a MAC address, a computer
address, a port status, and a termination identifier.
4. The apparatus of claim 1, wherein the processor passively
monitors traffic received via the telephone network connector.
5. The apparatus of claim 1, wherein the processor is configured to
access the Internet via the Internet connector utilizing at least
one of TCP/IP, WAP, UDP, HTTP, FTP, SMTP, Telnet, and SFTP
protocols.
6. The apparatus of claim 1, wherein the processor is configured to
communicate to the Internet or a telephone network via at least one
of a bluetooth link, a satellite link, a WiFi link, a wireless
link, a fiber link, or a wireline link.
7. The apparatus of claim 1, wherein the processor is configured to
communicate to a telephone network via the telephone network
connector utilizing at least one of DTMF, WAP, CDMA, TDMA, GSM,
wireline communications protocol, or a wireless communications
protocol.
8. The apparatus of claim 1, wherein the apparatus comprises a
plurality of telephone network connectors.
9. The apparatus of claim 1, wherein the apparatus is connected in
parallel to a company telephone network.
10. The apparatus of claim 9, wherein the company telephone network
includes a PBX.
11. The apparatus of claim 1, wherein the apparatus is connected in
series with a company telephone network.
12. The apparatus of claim 11, wherein the company telephone
network includes a PBX.
13. The apparatus of claim 12, wherein the processor is further
configured to extract call information from the PBX.
14. The apparatus of claim 1, wherein the processor is further
configured to extract outgoing call information for outgoing
calls.
15. The apparatus of claim 14, wherein the outgoing call
information includes one or more of a caller identifier, a call
duration, a call time, a call result, a call date, a business or
residential line indicator, a mobile phone or pay phone indicator,
a MAC address, a computer address, a port status, and a termination
identifier.
16. The apparatus of claim 1, wherein the apparatus comprises a
board insertable into a PBX.
17. The apparatus of claim 1, wherein the processor is further
configured for retrieving caller information corresponding to one
or more of the incoming calls.
18. The apparatus of claim 17, wherein the processor retrieves the
caller information via the Internet connector.
19. The apparatus of claim 17, wherein the processor retrieves the
caller information from a third-party provider via the Internet
connector.
20. The apparatus of claim 1, wherein the processor is further
configured to extract caller information regarding a voice over IP
call.
21. An apparatus to provide a company call information, the
apparatus comprising: a telephone network connector configured for
communicatively coupling to a communications link, the
communications link being communicatively coupled to a telephone
network; an Internet connector configured for providing Internet
access; a processor; and memory storing instructions to perform
steps comprising: extracting call information from an incoming
call, the call information including a first caller identifier;
retrieving caller information corresponding to the first caller
identifier; and providing access to the caller information.
22. The apparatus of claim 21, wherein the communications link is
communicatively coupled to a second communications link
communicatively coupled between a first telephone and the telephone
network.
23. The apparatus of claim 21, wherein the memory includes
instructions to perform steps of: comparing the first caller
identifier with a list of previously received caller identifiers;
and retrieving caller information corresponding to the first caller
identifier when the first caller identifier does not match a caller
identifier included in the list of previously received caller
identifiers.
24. The apparatus of claim 23, wherein the step of retrieving is
performed by retrieving the caller information from a third-party
data provider.
25. The apparatus of claim 23, wherein the step of retrieving is
performed by retrieving the caller information from a local
database.
26. The apparatus of claim 21, wherein the telephone network
connector is configured to passively monitor traffic between a
company telephone network and the telephone network.
27. The apparatus of claim 26, wherein the company telephone
network includes a PBX.
28. The apparatus of claim 27, wherein the apparatus is
communicatively coupled to the PBX.
29. The apparatus of claim 28, wherein the memory stores
instructions to perform the step of extracting from the PBX call
information corresponding to calls routed through the PBX.
30. The apparatus of claim 21, wherein the memory stores
instructions to access the Internet via the Internet connector
utilizing at least one of TCP/IP, WAP, UDP, HTTP, FTP, SMTP,
Telnet, and SFTP protocols.
31. The apparatus of claim 21, wherein the memory stores
instructions to communicate to the Internet or the telephone
network via at least one of a bluetooth link, a satellite link, a
WiFi link, a wireless link, a fiber link, or a wireline link.
32. The apparatus of claim 21, wherein the memory stores
instructions to communicate to the telephone network via the
telephone network connector utilizing at least one of DTMF, WAP,
CDMA, TDMA, GSM, wireline communications protocol, or a wireless
communications protocol.
33. The apparatus of claim 21, wherein the apparatus does not
interfere with normal call flow.
34. The apparatus of claim 21, wherein the apparatus is not
connected to a PBX.
35. The apparatus of claim 21, wherein the call information
includes one or more of a caller identifier, a call duration, a
call time, a call result, a call date, a business or residential
line indicator, a mobile phone or pay phone indicator, a MAC
address, a computer address, a port status, and a termination
identifier.
36. The apparatus of claim 21, wherein the instructions for
extracting include instructions for extracting one or more of a
caller identifier, a call duration, a call time, a call result, a
call date, a business or residential line indicator, a mobile phone
or pay phone indicator, a MAC address, a computer address, a port
status, and a termination identifier.
37. The apparatus of claim 21, wherein the telephone network
connector is coupled to connect to a punch-down block.
38. The apparatus of claim 21, wherein the telephone network
connector is coupled to connect to a PBX.
39. The apparatus of claim 38, wherein the processor is configured
to utilize SMDR to communicate with the PBX.
40. The apparatus of claim 21, wherein the apparatus is connected
in parallel to a company telephone network.
41. The apparatus of claim 40, wherein the company telephone
network includes a PBX.
42. The apparatus of claim 21, wherein the apparatus is connected
in series with a company telephone network.
43. The apparatus of claim 42, wherein the company telephone
network includes a PBX.
44. The apparatus of claim 43, wherein the processor is further
configured to extract call information from the PBX.
45. The apparatus of claim 21, wherein the processor is further
configured to extract outgoing call information for outgoing
calls.
46. The apparatus of claim 45, wherein the outgoing call
information includes one or more of a caller identifier, a call
duration, a call time, a call result, a call date, a business or
residential line indicator, a mobile phone or pay phone indicator,
a MAC address, a computer address, a port status, and a termination
identifier.
47. The apparatus of claim 21, wherein the apparatus comprises a
board insertable into a PBX.
48. The apparatus of claim 21, wherein the processor is further
configured for retrieving caller information corresponding to one
or more of the incoming calls.
49. The apparatus of claim 48, wherein the processor retrieves the
caller information via the Internet connector.
50. The apparatus of claim 48, wherein the processor retrieves the
caller information from a third-party provider via the Internet
connector.
51. The apparatus of claim 21, wherein the processor is further
configured to extract caller information regarding a voice over IP
call.
52. A method of providing customer information to a company, the
method comprising the steps of: extracting a first caller
identifier from an incoming call; comparing the first caller
identifier with a list of previously received caller identifiers;
retrieving from a data provider caller information corresponding to
the first caller identifier when the first caller identifier does
not match a caller identifier included in the list of previously
received caller identifiers; and providing access to the caller
information corresponding to the first caller identifier.
53. The method of claim 52, wherein the providing is performed via
an Internet web page.
54. The method of claim 52, wherein the caller information includes
one or more of name of caller, address of caller, call duration,
call result, number of attempts, call date, call time, call
location, distance to caller, business or residential indicator,
mobile or pay phone indicator, and socio/economic demographic
information.
55. The method of claim 52, wherein the step of extracting a first
caller identifier includes extracting one or more of a caller
identifier, a call duration, a call time, a call result, a call
date, a business or residential line indicator, a mobile phone or
pay phone indicator, a MAC address, a computer address, a port
status, and a termination identifier.
56. The method of claim 52, wherein the step of providing is
performed by emailing the caller information to the company.
57. The method of claim 52, wherein the step of extracting is
performed by extracting the first caller identifier from one or
more telephone lines communicatively coupled to a telephone
network.
58. The method of claim 52, wherein the step of extracting is
performed by extracting the first caller identifier from a PBX.
59. The method of claim 58, wherein the step of extracting is
performed via an SMDR link.
60. The method of claim 52, wherein the step of extracting is
performed by passively monitoring incoming telephone lines to the
company.
61. The method of claim 52, wherein the step of comparing includes
uploading the first caller identifier from a database located at a
customer site to a central database.
62. The method of claim 61, wherein the step of uploading is
performed via the Internet.
63. The method of claim 61, wherein the central database is a
relational database management system.
64. The method of claim 52, wherein the data provider is a
third-party data provider.
65. The method of claim 52, wherein the step of providing
information includes generating one or more reports comprising
return-on-investment, calls placed, calls received, demographic
information, calls per hour, call details, call status, call
results, or SMDR reports.
66. A method of extracting caller information for a company, the
method comprising the steps of: splitting an incoming telephone
network line into a first line and a second line, the first line
being connected to a first interface and the second line being
connected to a company telephone network; connecting a second
interface to a network; receiving on the first line by the first
interface calls received by the company; extracting call
information from calls received by the company; and transmitting
the call information to the network via the second interface.
67. The method of claim 66, wherein the call information includes
caller identification information.
68. The method of claim 66, further comprising the step of storing
the call information.
69. The method of claim 66, wherein the network comprises the
Internet.
70. The method of claim 66, further comprising the step of
receiving by a server the call information.
71. The method of claim 70, further comprising the step of
retrieving by the server caller information based upon the call
information.
72. The method of claim 71, wherein the step of retrieving is
performed by retrieving the caller information from a third-party
data provider.
73. The method of claim 71, further comprising the steps of
generating one or more reports and providing the reports to the
company.
74. The method of claim 73, wherein the step of providing
information includes generating one or more reports comprising
return-on-investment, calls placed, calls received, demographic
information, calls per hour, call details, call status, call
results, or SMDR reports.
75. The method of claim 73, including the step of emailing the
reports to the company.
76. The method of claim 73, including the step of making the
reports available to the company via a website.
77. The method of claim 66, wherein the call information includes
at least one of a caller identifier, a call duration, a call time,
a call result, a call date, a business or residential line
indicator, a mobile phone or pay phone indicator, a MAC address, a
computer address, a port status, and a termination identifier.
78. The method of claim 66, wherein the step of extracting is
performed by extracting a caller identifier from one or more
telephone lines communicatively coupled to a telephone network.
79. The method of claim 66, wherein the step of extracting is
performed by extracting the caller identifier from a PBX.
80. The method of claim 79, wherein the step of extracting is
performed via an SMDR link.
81. The method of claim 66, wherein the step of extracting is
performed by passively monitoring incoming telephone lines to the
company.
82. The method of claim 66, wherein the step of connecting is
performed by utilizing at least one of TCP/IP, WAP, UDP, HTTP, FTP,
SMTP, Telnet, and SFTP protocols.
83. The method of claim 66, wherein the step of connecting to the
Internet or the incoming telephone network line includes utilizing
at least one of a bluetooth link, a satellite link, a WiFi link, a
wireless link, a fiber link, or a wireline link.
84. The method of claim 66, wherein the step of receiving is
performed by utilizing at least one of DTMF, WAP, CDMA, TDMA, GSM,
wireline communications protocol, or a wireless communications
protocol.
85. The method of claim 66, including the step of connecting the
first interface to a PBX.
86. The method of claim 85, further including the step of
extracting call information from the PBX.
87. The method of claim 66, further including the step of
extracting outgoing call information for outgoing calls.
88. The method of claim 87, wherein the outgoing call information
includes one or more of a caller identifier, a call duration, a
call time, a call result, a call date, a business or residential
line indicator, a mobile phone or pay phone indicator, a MAC
address, a computer address, a port status, and a termination
identifier.
89. The method of claim 66, wherein the method is performed by a
board insertable into a PBX.
90. An apparatus comprising: a plurality of telephone connections,
each telephone connection being configured to communicatively
couple to a communications link between a telephone network and a
user device; a second connection to the Internet; a processor; and
memory for storing instructions for: extracting call information
from incoming calls via the plurality of telephone connections; and
transmitting the call information to a server via the second
connection.
91. The apparatus of claim 90, wherein the call information
includes one or more of a caller identifier, a call duration, a
call time, a call result, a call date, a business or residential
line indicator, a mobile phone or pay phone indicator, a MAC
address, a computer address, a port status, SMDR information, and a
termination identifier.
92. The apparatus of claim 90, wherein the processor is configured
to access the Internet via the second connection utilizing at least
one of TCP/IP, WAP, UDP, HTTP, FTP, SMTP, Telnet, and SFTP
protocols.
93. The apparatus of claim 90, wherein the processor is configured
to communicate via the plurality of telephone connections or the
second connection via at least one of a bluetooth link, a satellite
link, a WiFi link, a wireless link, a fiber link, or a wireline
link.
94. The apparatus of claim 90, wherein the instructions for
extracting is performed by extracting a first set of call
information from a communications link and a second set of call
information from a PBX.
95. The apparatus of claim 90, wherein the memory includes
instructions for extracting outgoing call information.
96. The apparatus of claim 95, wherein the outgoing call
information includes one or more of a caller identifier, a call
duration, a call time, a call result, a call date, a business or
residential line indicator, a mobile phone or pay phone indicator,
a MAC address, a computer address, a port status, and a termination
identifier.
97. The apparatus of claim 90, wherein the apparatus comprises a
board insertable into a PBX.
98. The apparatus of claim 90, wherein the memory includes
instructions for retrieving caller information corresponding to one
or more of the incoming calls.
99. The apparatus of claim 98, wherein the memory includes
instructions for retrieving the caller information via the second
connection.
100. The apparatus of claim 98, wherein the memory includes
instructions for retrieving the caller information from a
third-party provider via the Internet connector.
101. The apparatus of claim 90, wherein the memory includes
instructions for extracting caller information regarding a voice
over IP call.
102. The apparatus of claim 90, wherein the memory includes
instructions for transmitting via the second connection the call
information to a server communicatively coupled to the
Internet.
103. An apparatus comprising: a plurality of telephone connections,
each telephone connection being configured to communicatively
couple to a communications link between a telephone network and a
user device; a second connection to the Internet; a processor; and
memory for storing instructions for: extracting call information
from a communications link via the first connection; and
transmitting the call information to a server via the second
connection.
104. The apparatus of claim 103, wherein the call information
includes one or more of a caller identifier, a call duration, a
call time, a call result, a call date, a business or residential
line indicator, a mobile phone or pay phone indicator, a MAC
address, a computer address, a port status, SMDR information, and a
termination identifier.
105. The apparatus of claim 103, wherein the processor is
configured to access the Internet via the Internet connector
utilizing at least one of TCP/IP, WAP, UDP, HTTP, FTP, SMTP,
Telnet, and SFTP protocols.
106. The apparatus of claim 103, wherein the processor is
configured to communicate to the Internet or the telephone network
via at least one of a bluetooth link, a satellite link, a WiFi
link, a wireless link, a fiber link, or a wireline link.
107. The apparatus of claim 103, wherein the memory includes
instructions for extracting outgoing call information.
108. The apparatus of claim 107, wherein the outgoing call
information includes one or more of a caller identifier, a call
duration, a call time, a call result, a call date, a business or
residential line indicator, a mobile phone or pay phone indicator,
a MAC address, a computer address, a port status, and a termination
identifier.
109. The apparatus of claim 103, wherein the apparatus comprises a
board insertable into a PBX.
110. The apparatus of claim 103, wherein the memory includes
instructions for retrieving caller information corresponding to one
or more of the incoming calls.
111. The apparatus of claim 110, wherein the memory includes
instructions for retrieving the caller information via the second
connection.
112. The apparatus of claim 110, wherein the memory includes
instructions for retrieving the caller information from a
third-party provider via the Internet connector.
113. The apparatus of claim 103, wherein the memory includes
instructions for extracting caller information regarding a voice
over IP call.
114. The apparatus of claim 103, wherein the memory includes
instructions for transmitting via the second connection the call
information to a server communicatively coupled to the Internet.
Description
[0001] This application claims the benefit of U.S. Provisional
Application No. 60/498,182 filed on Aug. 25, 2003, entitled Method
and Apparatus for Providing Customer Data, which application is
hereby incorporated herein by reference.
TECHNICAL FIELD
[0002] The present invention relates generally to
telecommunications and, more particularly, to a system and method
for providing integrated telephony and Internet services.
BACKGROUND
[0003] The amount of revenue a business generates is dependent upon
the customers the business attracts and how well the business
serves the needs of the customers. To better identify the customers
and their needs, it is often advantageous for a business to gather
demographic information regarding its customers, including
geographical and socioeconomic information. By gathering this
information, a business is better able to customize its business
for its customer base, thereby increasing revenues and decreasing
expenses by determining the types of products or services to offer,
the market for the products or services, the types of advertising
that may be effective, the value of specific types of advertising,
and the like.
[0004] One attempt to collect customer data has been utilized by
businesses that advertise in the advertisement section of the phone
book, commonly referred to as the Yellow Pages. In order to help
publishers of the Yellow Pages prove the value of advertising in
its Yellow Pages and to gather customer data, publishers may
install equipment that tracks the response generated due to the
advertisement in the Yellow Pages. To do this, the publishers
typically assign a "virtual" telephone number to the business. When
the virtual telephone number is called, the telephone call is
routed to the actual telephone number of the business. In this
manner, the publisher may collect caller information when customers
call the virtual telephone number. The service enables publishers
and businesses (i.e., advertisers) to receive detailed call traffic
analysis including date and time of call, call duration, ring
duration, source of call (residential or business), disposition of
call (answered, busy, no answer), and the name and address of the
caller. This information then allows businesses to obtain other
socio-economic data.
[0005] This ability, however, is not available or convenient for
all businesses or aspects of a business. For example, as described
above, the publisher typically assigns a "virtual" telephone number
to the business. Many businesses have used and advertised existing
telephone numbers for years and may not want to change telephone
numbers. Other businesses may not want or need to advertise in the
Yellow Pages, but would nonetheless like to obtain, and profit
from, the information that may be gathered by such a system that
collects information regarding callers. In another example, a
business may want to collect information regarding specific aspects
of a business, such as a customer service number, a sporting-goods
department, or the like. In these cases, a company may not need to
advertise the number, but would want to collect caller information
to better serve its customers.
[0006] Thus, there is a need for a method and an apparatus that
allows a business to collect customer information that may be used,
for example, to gather marketing and advertising information,
customer demographics, and the like.
SUMMARY OF THE INVENTION
[0007] These and other problems are generally solved or
circumvented, and technical advantages are generally achieved, by
preferred embodiments of the present invention which provides a
method and apparatus for providing integrated telephony and
Internet services.
[0008] Embodiments of the present invention provide a system and a
method for collecting caller information. In an embodiment, the
present invention is utilized to collect customer data regarding
callers to a business. In this embodiment, information is extracted
from communications links communicatively coupling a business to a
telecommunications network. Additional information may be retrieved
to provide socio-economic and demographic information. The
collected information may then be organized into reports that may
be retrieved remotely via a network connection, such as an Internet
connection.
[0009] The foregoing has outlined rather broadly the features and
technical advantages of the present invention in order that the
detailed description of the invention that follows may be better
understood. Additional features and advantages of the invention
will be described hereinafter which form the subject of the claims
of the invention. It should be appreciated by those skilled in the
art that the conception and specific embodiment disclosed may be
readily utilized as a basis for modifying or designing other
structures or processes for carrying out the same purposes of the
present invention. It should also be realized by those skilled in
the art that such equivalent constructions do not depart from the
spirit and scope of the invention as set forth in the appended
claims.
BRIEF DESCRIPTION OF THE DRAWINGS
[0010] For a more complete understanding of the present invention,
and the advantages thereof, reference is now made to the following
descriptions taken in conjunction with the accompanying drawings,
in which:
[0011] FIG. 1 is a network diagram embodying features of the
present invention;
[0012] FIG. 2 is a network diagram embodying features of the
present invention;
[0013] FIG. 3 is a block diagram of a call processor in accordance
with an embodiment of the present invention;
[0014] FIG. 4 is a data flow diagram depicting steps that may be
performed in accordance with an embodiment of the present
invention; and
[0015] FIG. 5 is a data flow diagram depicting steps that may be
performed in accordance with an embodiment of the present
invention.
DETAILED DESCRIPTION OF ILLUSTRATIVE EMBODIMENTS
[0016] The making and using of the presently preferred embodiments
are discussed in detail below. It should be appreciated, however,
that the present invention provides many applicable inventive
concepts that can be embodied in a wide variety of specific
contexts. The specific embodiments discussed are merely
illustrative of specific ways to make and use the invention, and do
not limit the scope of the invention.
[0017] The present invention will be described with respect to
preferred embodiments in a specific context, namely a wireline
telephony service that provides customer information via an
Internet website. The invention may also be applied, however, to
other applications and communication systems, services, networks,
and the like.
[0018] It is further noted that, unless indicated otherwise, all
functions described herein may be performed in either hardware or
software, or some combination thereof. In a preferred embodiment,
however, the functions are performed by a processor such as a
computer or an electronic data processor in accordance with code
such as computer program code, software, and/or integrated circuits
that are coded to perform such functions, unless indicated
otherwise.
[0019] Referring now to FIG. 1, reference numeral 100 designates a
network environment embodying features of an embodiment of the
present invention. The network environment 100 includes one or more
customer devices 110, one or more business contact devices 112, a
telecommunications network 114, a private branch exchange (PBX)
116, a call processor 120, a call database 122, the Internet 124, a
data processor 126, a processed database 128, a data provider 130,
a production server 132, and a business management system 134.
[0020] The customer device 110 is configured to communicatively
couple to the telecommunications network 114, such as the
Public-Switched Telephone Network (PSTN), a wireless communications
network, a combination thereof, or the like. The customer device
110 may be, for example, any suitable access device that may be
configured to communicate via the telecommunications network 114,
such as a wireline phone, wireless phone, laptop computer, desktop
computer, tablet personal computer, Personal Data Assistant (PDA),
or the like. The customer device 110 may be configured to utilize
any suitable communications signaling and/or protocol, such as
DTMF, CDMA, TDMA, ISDN, GSM, or the like. It is noted that a user
(not shown) operates the customer device 110. Accordingly, the
customer device 110 includes a user or an automated system
providing input to and receiving output from the customer device
110.
[0021] The telecommunications network 114 is further
communicatively coupled to the PBX 116. As one skilled in the art
will appreciate, the PBX 116 provides a business with call
switching and routing capabilities. Typically, the PBX 116 is
coupled to the telecommunications network 114 via one or more
communications lines, wherein the communications lines may be, for
example, single two-wire telephone lines, T-1 lines, fiber optic
lines, ISDN, wireless links, or the like. The PBX 116 routes calls
received from the customer device 110 to the appropriate business
contact device 112.
[0022] It should be noted that in the embodiments described herein,
the business contact device 112 is associated with a business and
may be, for example, any suitable access device that may be
configured to communicate via the PBX 116 and/or the
telecommunications network 114, such as a wireline phone, wireless
phone, laptop computer, desktop computer, tablet personal computer,
Personal Data Assistant (PDA), or the like. The business contact
device 112 may be configured to utilize any suitable communications
signaling and/or protocol, such as DTMF, CDMA, TDMA, ISDN, GSM, or
the like. It should also be noted that the business may be any
business, business entity, division, group, individual, or the like
interested in collecting information regarding calls placed to or
from the business, business entity, division, group, individual, or
the like. For example, embodiments of the present invention may be
used to collect information regarding incoming calls to a business,
monitor outgoing calls for performance and compliance statistics
for a business, or the like.
[0023] The call processor 120 and the call database 122 may be a
stand-alone processing system that is communicatively coupled to
the PBX 116 and the telecommunications network 114 via one or more
communications links. It should be noted that the call processor
120 and the call database 122 are illustrated as two distinct
elements for illustrative purposes only. Accordingly, the call
processor 120 and the call database 122 may be separate components
or integrated into a single component. For example, in an
embodiment, the call database 122 is implemented as memory (e.g.,
flash memory) integrated into the call processor 122. In another
embodiment, the call database 122 may be a separate, stand-alone
database system such as a storage device, a redundant array of
inexpensive disks (RAID), or the like.
[0024] Preferably, the call processor 120 is communicatively
coupled to the communication link or links communicatively coupling
the telecommunications network 114 to the business contact device
112, preferably via the PBX 116 as illustrated in FIG. 1. One
method of communicatively coupling the call processor 120 to the
communications link in an embodiment in which the PBX 116 is
communicatively coupled to the telecommunications network 114 via
one or more twisted pairs, is through the use of a punch-down
block. A punch-down block provides a series of connections that can
be configured to split a line communicatively coupled to the
telecommunications network 114 into two lines--one line to the PBX
116 and one line to the call processor 120. In this manner, the
call processor 120 has access to all information contained in an
incoming or outgoing call and is independent of any processing that
the PBX 116 may perform. In this embodiment, the call processor 120
may utilize standard communications protocols, such as DTMF and the
like, to communicate with the telecommunications network 114 and
the PBX 116. In another embodiment, the call processor 120 may be
configured to retrieve information regarding voice-over-IP (VOIP)
calls.
[0025] As discussed above, the call database 122 may be an external
or internal database system having sufficient processing power and
storage capacity as required by the particular application and
expected call volume. Suitable databases include flat files,
Sybase, Oracle, Informix, other databases, and the like. As will be
described in greater detail below, the data stored on the call
database 122 may be periodically moved to another database, thereby
reducing the storage requirements of the call database 122. The
call database 122 may be communicatively coupled to the call
processor 120 via a standard internal bus, serial link, parallel
link, USB connection, or the like. The call database 122 may also
be integrated into the call processor 120, such as memory installed
or integrated in the call processor 120.
[0026] In an embodiment, the call processor 120 is configured to
passively monitor call traffic between the PBX 116 and the
telecommunications network 114 and to extract call information from
incoming and/or outgoing calls. The call information may include,
for example, a caller identifier, a call duration, a call time, a
call result, a call date, a business or residential line indicator,
a mobile or pay phone indicator, a MAC address, a computer address,
a port status, a termination identifier, or the like. The call
information may also include audio recordings, DTMF interactions,
and the like. The call processor 120 stores the collected call
information in the call database 122 for later processing.
[0027] The call processor 120 is further communicatively coupled to
the Internet 124 (or some other network). The Internet 124 provides
communications and access services between the call processor 120
and the data processor 126. As is known in the art, the Internet
124 allows a user or system to access data on a remote device. In
this embodiment, the Internet 124 is utilized to allow the data
processor 126 to access call information stored on the call
database 122 by the call processor 120. It is noted that the
Internet 124 utilizes the telecommunications network 114 as the
infrastructure, but is shown in FIG. 1 as two distinct elements for
illustrative purposes only.
[0028] Preferably, the call processor 120 and the data processor
126 are communicatively coupled to the Internet 124 utilizing
standard communications links, such as a wireline link (T1, twisted
pair, fiber optic, and the like) or a wireless link (Bluetooth,
satellite, WiFi, and the like) using standard communications
protocols, such as TCP/IP, WAP, UDP, HTTP, FTP, SMTP, Telnet, SFTP,
and the like. In the preferred embodiment, however, the call
processor 120 is communicatively coupled to the Internet 124 via
one or more twisted-pair communications links, such as a DSL or
ISDN link, and the data processor 126 is communicatively coupled to
the Internet 124 via a broadband communications link such as a T-1
link. In this manner, one data processor 126 may handle multiple
call processors 120 located at various sites or located with
multiple customers.
[0029] It should be noted, however, that the Internet 124 may
alternatively be a local-area network (LAN), a wide-area network
(WAN), a Public-Switched Telephone Network (PSTN), a wireless
communications network, a direct connection, or the like.
[0030] The data processor 126 is configured to periodically
retrieve (or receive) call information from the call database 122
(via the Internet 124 and the call processor 120) and to process
the data and store the processed data in the processed database
128. Generally, as will be described in greater detail below, the
data processor 126 receives the call information and processes the
data to provide meaningful data and statistics to the client. The
processing may include, for example, reformatting the call
information, grouping the call information, calculating statistics
from the call information, and the like.
[0031] In addition, the data processor 126 may retrieve information
from the data provider 130, which may provide additional
information, such as, for example, demographic information
(address, income range, and the like) corresponding to the location
or owner of the customer device 110. It should be noted that the
data provider 130 may be a third-party provider and may be accessed
via a direct link, a network connection, an Internet connection, or
the like, using standard communications protocols. In the preferred
embodiment, the data provider 130 is accessed via the Internet 124
using standard communications protocols.
[0032] In an embodiment, the data processor 126 may be an FTP
server that may be configured to automatically retrieve information
stored in the call database 122 via the file transfer protocol
(FTP). FTP is a common protocol used over the Internet to transfer
files from one machine to another machine. Other protocols may be
used.
[0033] The production server 132 provides access capabilities to
the processed database 128. While FIG. 1 illustrates two distinct
communications links coupled to the processed database 128, it
should be understood that the data processor 126, the processed
database 128, and the production server 132 may be communicatively
coupled to a network, such as a LAN, WAN, SAN, or the like, and may
be integrated into one or more components.
[0034] In the preferred embodiment, the production server 132
provides access to the processed database 128 via an Internet web
page accessible by the business management system 134 located at a
remote location. In this manner, the business management system 134
may be any Internet-enabled device and may access the processed
database 128 from a remote location using standard communications
links and protocols as is known in the art. In other embodiments,
however, access to the processed database 128 may be gained via a
LAN, WAN, virtual LAN (VLAN), or the like. It should be appreciated
that these types of networks also provide remote access to the
processed database 128.
[0035] FIG. 2 illustrates a second network environment 200 that
embodies features of an embodiment of the present invention. FIG. 2
is similar to FIG. 1 where like reference numerals refer to like
elements, except that the call processor 120 (FIG. 1) has been
incorporated into the PBX 116. In this embodiment, the functions of
the call processor 120 are preferably incorporated onto one or more
cards that may be inserted into the card cage of the PBX 116. A
line card (not shown) may be placed in the PBX to split the
communications links similar to a punch-down block in the first
embodiment.
[0036] Furthermore, it is noted that the call database 122 is shown
as an external database for illustrative purposes only.
Accordingly, the call database 122 may be an external database or
incorporated onto one or more cards placed into the PBX 116. The
call database 122 may also be integrated onto the same board as the
call processor 120, such as incorporating memory onto the board of
the call processor 120.
[0037] FIG. 3 is a block diagram illustrating components of the
call processor 120 in accordance with an embodiment of the present
invention. The call processor 120 includes one or more line cards
310. Each line card 310 may have one or more ports 312 configured
to be communicatively coupled to the communications links
communicatively coupling a business to the telecommunications
network 114 (FIGS. 1-2). In an embodiment, each line card 310
includes two RJ-11 jacks, which are commonly used in the industry
to provide electrical connections to one or two twisted-pair
communications lines. In the embodiment illustrated in FIG. 3, the
call processor 120 is configured with four line cards 310, wherein
each line card 310 provides two ports 312. Thus, the call processor
120 illustrated in FIG. 3 is configured to connect simultaneously
to eight communications links
[0038] Each line card 310 is communicatively coupled to a line
controller 314. Generally, the line controller 314 is responsible
for collecting incoming and outgoing call information on the
communications links coupled to the line cards 310. Additionally,
in some embodiments, the line controller may play DTMF tones or
audio recordings on the communications links.
[0039] In an embodiment, the line controller 314 may include a
caller ID controller 316, a DTMF controller 318, and/or a recorder
320. The caller ID controller 316 retrieves caller identification
information, such as the phone number of the calling party, from
the analog signal.
[0040] The DTMF controller 318 decodes DTMF information on incoming
and outgoing calls on the communications links coupled to the line
cards 310. The DTMF information may include, for example, calling
party digits, called party digits, menu selections, account
information, credit card information, and the like. It should be
noted that in an embodiment of the present invention, the call
processor 120 passively monitors the communications links. In this
embodiment, the DTMF controller 318 only decodes DTMF information
on incoming and outgoing calls and is not required to generate DTMF
signals. In other embodiments, however, it may be desirable for the
DTMF controller 318 to be configured to generate DTMF tones. For
example, it may be desirable to play a tone on one or more of the
communications links to indicate the occurrence of an event, such
as receiving an incoming call, placing a blocked call, duration of
the call, and the like.
[0041] The DTMF controller 318 preferably provides line circuitry
having a high impedance and active signal processing. This may be
particularly useful in poor telephonic environments, such as poor
grounding environments and the like. Alternatively, the DTMF
controller 318 may utilize a passive RC network.
[0042] The recorder 320 provides the ability to record incoming
and/or outgoing calls on the communications links coupled to the
line cards 310. One particular useful situation for this ability is
the ability to record calls for training purposes. A trainee may
conduct one or more customer calls which may be recorded. After the
call is complete, the calls may be reviewed by the trainee and a
training supervisor. In another useful situation, calls may be
recorded insuring accurate completion of customer requests, such as
brokerage orders, telephone sales, and the like.
[0043] In an embodiment, the recorder 320 stores the recorded
information in memory or disk storage within the call processor
120. The recorded information may be stored as analog data, or
converted to digital information by an analog-to-digital (A/D)
converter and stored as digital data. In this embodiment, the
recorded information may be retrieved or accessed via any of the
ports discussed below, including the ability to access the recorded
information via an Internet connection. In another embodiment, the
recorder 320 is communicatively coupled to a communications port
322. The communications port 322 may be an audio jack for listening
to audio playback, a data port for receiving analog or digital data
to be recorded or played, or the like.
[0044] The line controller 314 is further communicatively coupled
to a call processor controller 324. The call processor controller
324 may comprise a micro-controller that is configured to perform
the operating system and the application programs. Additionally, as
discussed above, the call processor controller 324 may include
memory (e.g., flash memory) for storing the call information
received from the line controller 314. Preferably, the call
processor controller 324 receives digital information, including
caller identification information, DTMF information, and/or the
like, from the line controller 314 and makes the information
available to a web server 332.
[0045] The call processor controller 324 may also be
communicatively coupled to external ports 326, such as a USB port,
a parallel port, or the like. The external ports 326 allow the
controller 324 to communicate to an external system. In an
embodiment, the external ports are communicatively coupled to the
PBX 116 (FIGS. 1-2). In this embodiment, the call processor
controller 324 may receive, for example, station-messaging detail
record (SMDR) data from the PBX 116. Once collected, the data may
be made available with other recorded call information as discussed
below.
[0046] The call processor 324 may also be communicatively coupled
to a serial controller 328, which provides a serial port 330. The
serial controller 328 and the serial port 330 may be used to couple
a maintenance panel or terminal to the call processor 120. Software
upgrades, performance monitoring, disk allocation, memory
allocation, configuration, and the like may be performed via the
serial port 330 and the serial controller 328.
[0047] The web server 332 includes an IP controller 334 and an
Ethernet controller 336, providing Internet access to data
collected by the call processor 120. The IP controller 334 manages
the IP addressing and protocols necessary to support an Internet
web server. In a preferred embodiment, the IP controller 334
provides an FIT site from which the data collected by the call
processor 120 may be retrieved via the Internet.
[0048] It should be noted that in a preferred embodiment, the IP
controller 334 includes sufficient memory (e.g., flash memory) to
hold a predetermined number of call records and other data. For
example, in one embodiment the IP controller 334 contains flash
memory sufficient to store 9,000 call records. The information is
retrieved or sent periodically to a data processor 126 (FIGS. 1 and
2), after which the flash memory may be erased and/or reused to
store additional data.
[0049] In an alternative embodiment, an external database, such as
call database 122 (FIGS. 1 and 2), may be used to store the call
records and other data. A drive controller 340 may be desirable to
provide access support and connectivity to the external
database.
[0050] The Ethernet controller 336 provides a physical network
interface via a network port 338 and performs the electrical
signaling related to the Ethernet connection. The network port 338
may comprise an RJ-45 jack that is commonly used in the industry
for network connectivity.
[0051] FIG. 4 is a data flow diagram illustrating steps that may be
performed to collect caller information in accordance with an
embodiment of the present invention. It should be noted that the
data flow depicted in FIG. 4 is divided into three columns, wherein
each column depicts the element that may perform the functions in
that column in an embodiment of the present invention. The
left-most column depicts functions that may be performed by the
call processor 120 (FIG. 1), the center column depicts functions
that may be performed by the data processor 126 (FIG. 1), and the
right-most column depicts functions that may be performed by the
production server 132 (FIG. 1). It should be noted that while the
following discussion assumes the network environment illustrated in
FIG. 1, one of ordinary skill in the art will realize that the
discussion is equally applicable to other network environments,
such as the network environment illustrated in FIG. 2.
[0052] It should also be noted, however, that the functions may be
performed by other components, performed by fewer components,
performed by a single component, performed by additional
components, or the like. For example, in an embodiment, the call
processor 120, data processor 126, and production server 132 may be
integrated into a single component. In such an embodiment, all of
the functions described in FIG. 4 may be performed by a single
component. Furthermore, it should be understood that additional or
fewer steps and processes may be performed. The steps described in
FIG. 4 are only provided to further the understanding of an
embodiment of the present invention.
[0053] The processing begins in step 410, wherein information is
collected regarding incoming calls, i.e., calls placed to one or
more of the business contact devices 112, and/or outgoing calls,
i.e., calls placed by one or more of the business contact devices
112. The call processor 120 stores the call detail records, e.g.,
call information regarding incoming and/or outgoing calls, in the
call database 122.
[0054] One example of a situation in which this embodiment may be
useful is a business collecting marketing data regarding potential
and existing customers. In this embodiment, a call is initiated by
the customer contact device 110. A communications link is
established to the telecommunications network 114 and the PBX 116,
which may then route the call to the appropriate business contact
device 112. The call processor 120 detects the incoming call and
extracts call information. The call information may include a
caller identifier, a call result, a call date, a business or
residential line indicator, a mobile or a pay phone indicator, a
MAC address, a computer address, a port status, a termination
identifier, or the like. Other call information, such as call
duration, a call time, and the like, may be derived.
[0055] In another embodiment, the call processor 120 detects that
an outgoing call is being placed by one or more of the business
contact devices 112. In this embodiment, the call processor 120
extracts information regarding the called number. The information
regarding the called number may include, for example, a call
identifier, a called number, a call result, a call date/time, a
business or residential line indicator, a mobile or a pay phone
indicator, a MAC address, a computer address, a port status, a
termination identifier, call duration, or the like. This type of
information may be useful in determining or assuring compliance
with various no-call laws. Other information may also be
collected.
[0056] Next, in step 412, the call detail records are transferred
from the call processor 120 (and the call database 122) to the data
processor 126. In an embodiment, the data processor 126
periodically retrieves the call detail records from the call
processor 120 and the call database 122 via the Internet 124. The
frequency of retrieving the stored call information from the call
database 122 may vary, depending upon the volume of stored call
information, the size of the call database 122, and the need of an
application to have the most recent data available.
[0057] Furthermore, it should be noted that any of the call
processor 120, the data processor 126, the production server 132,
the business (via the business management system 134, for example),
or the like may initiate the data transfer. For example, in an
embodiment, the call processor 120 initiates the call detail record
transfer based upon the number of call detail records collected, a
set time period, an elapsed time, a combination thereof, or the
like. In another embodiment, the production server 132 and/or the
data processor 126 may initiate or instruct the transfer to occur
based upon an event (e.g., a customer request), a periodic
interval, an elapsed time, a combination thereof, or the like. In
yet another embodiment, a business may request that the data be
updated, such as to see the interim effect of a print ad in a daily
newspaper, or the like.
[0058] Once retrieved the data processor 126 processes the data and
stores the results in the processed database 128 in step 414. The
processing of the call detail records may include, for example,
calculating statistical data, collecting demographic information,
creating maps and reports, and the like. Generally, the call detail
records are processed by retrieving, possibly from third-party data
providers, additional customer information associated with the
customer device 110. A process that may be performed to process the
call detail records is discussed in greater detail below with
reference to FIG. 5.
[0059] In step 416, the processed call detail records are stored in
the processed database 128, which is then available for processing
to generate the reports, charts, graphs, etc. desired by the
business. In an embodiment, the production server 132 generates a
series of reports based upon the call detail records in step 418
and makes those reports available for viewing in step 420. Reports
may be categorized as standard reports and custom reports. Standard
reports are considered reports that may be automatically generated
for a business on a regular basis. The reports may be made
available to the business for viewing via the Internet (preferably
via a secure access method), emailed, faxed, or printed for
mailing.
[0060] In another embodiment, however, the business may access the
production server 132 to create custom reports, charts, graphs, or
the like. For example, a business may be interested in a particular
area code, zip code, geographical boundaries, or the like. It
should be appreciated that the availability of the processed call
detail records in the processed database 128 and the access to the
processed database 128 via the production server 132 provides
numerous reporting and data viewing possibilities. Furthermore, the
use of a standardized database for use with the processed database
128 also allows the use of third-party report generation tools to
easily extract reports, graphs, charts, or the like in the desired
format.
[0061] FIG. 5 is a data flow diagram depicting steps that may be
performed to process the call detail records in accordance with an
embodiment of the present invention. In particular, FIG. 5 depicts
steps that may be performed in step 414 of FIG. 4. Thus, after
performing step 412 of FIG. 4, processing proceeds to step 510 of
FIG. 5, and after performing the steps depicted in FIG. 5,
processing returns to step 416 of FIG. 4.
[0062] In step 510, a record is selected from the call detail
records received, for example, from the call processor 120. Next,
in step 512, a determination is made whether or not the customer
information is available corresponding to the selected call detail
record. In some situations, it may be desirable to retrieve
additional information in addition to the information included in
the call detail records. For example, it may be desirable to
retrieve information such as age bracket, income bracket, own/rent,
and the like. This information is not typically included in the
call detail record and is obtained by another method. The
additional information may be previously retrieved and stored, such
as in the processed database 128, or the additional information may
need to be retrieved from, for example, a third-party data
provider.
[0063] Accordingly, the determination made in step 512 determines
if the additional information is available. If a determination is
made that customer information is available, then processing
proceeds to step 514, wherein the customer information is retrieved
and/or updated. Generally, the processed database 128 may be
updated to reflect that a particular customer has contacted the
business. This may be performed in a number of ways. For example,
the processed database 128 may be organized such that each customer
has one or more records and that, when a customer contacts the
business, one or more entries in the record or records are updated
to reflect the new contact, such as updating the time, the call
result, the call duration, and the like. In another example, the
processed call database 128 may comprise call detail records of
incoming and/or outgoing calls. In this example, the processed
database 128 may be updated to reflect that a call associated with
a specific customer has occurred and the information corresponding
to the specific customer may be entered into the call detail
record. Other database structures may be used.
[0064] If on the other hand a determination is made in step 512
that the information is not available, processing proceeds to step
516, wherein a customer identifier is placed into a request file.
The request file includes identifiers of the customers that
additional information is desired. The customer identifier may be
any identifier used to uniquely identify a customer. In an
embodiment, the customer identifier is the telephone number of the
customer.
[0065] After steps 514 and 516, processing proceeds to step 518,
wherein a determination is made whether or not additional call
detail records exist for processing. If a determination is made
that additional call detail records exist to process, then
processing proceeds to step 520, wherein a next call detail record
is selected for processing.
[0066] If, in step 518, a determination is made that all of the
call detail records have been processed, then processing proceeds
to step 522, wherein the request is transmitted to the data
provider (e.g., a third-party data provider). For example,
third-party data providers are available that provide addresses and
other demographic information given a phone number. This feature
may be particularly useful for businesses gathering information
regarding customers and potential customers to target marketing
efforts. Thereafter, the processed database 128 is updated in step
524.
[0067] Although the present invention and its advantages have been
described in detail, it should be understood that various changes,
substitutions and alterations can be made herein without departing
from the spirit and scope of the invention as defined by the
appended claims. For example, many of the features and functions
discussed above can be implemented in software, hardware, or
firmware, or a combination thereof. As another example, it will be
readily understood by those skilled in the art that the
functionality described herein may be performed by fewer or more
varied components while remaining within the scope of the present
invention. Additionally, one skilled in the art will realize that
the type of information gathered, retrieved, and stored may vary
while remaining within the scope of the present invention.
[0068] Moreover, the scope of the present application is not
intended to be limited to the particular embodiments of the
process, machine, manufacture, composition of matter, means,
methods and steps described in the specification. As one of
ordinary skill in the art will readily appreciate from the
disclosure of the present invention, processes, machines,
manufacture, compositions of matter, means, methods, or steps,
presently existing or later to be developed, that perform
substantially the same function or achieve substantially the same
result as the corresponding embodiments described herein may be
utilized according to the present invention. Accordingly, the
appended claims are intended to include within their scope such
processes, machines, manufacture, compositions of matter, means,
methods, or steps.
* * * * *